ServiceNow Certified Implementation Specialist – IT Service Management — Question 159

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.

What should you do to satisfy this requirement?

Answer options

• A. Add a new Policy Input to the Normal Change Approval Policy
• B. Add a new Decision to the Normal Change Approval Policy
• C. Add a new Change Approval Policy
• D. Add a new Decision to the Normal Change Workflow

Correct answer: B

Explanation

The correct answer is B because adding a new Decision to the Normal Change Approval Policy allows for an additional approval step specifically for changes related to SAP Enterprise Services. The other options do not effectively integrate the additional approval requirement into the existing approval policy, which is crucial for maintaining the workflow integrity.